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To be fair, my sister lives down the road from us and they have never had a problem with Verizon DSL (their system worked fine from the beginning). I pointed out that this was all due to a Verizon mistake, but it made no difference. In fact, some of the V techies I've talked to have called it a bad system. Here's the whole story: It took about a month to start service after ordering because they sent us the wrong modem. On the other hand, their Verizon phone service went out a couple of weeks ago, and V techs have failed to show twice for appointments to fix it. Either choose the main menu, or hang up." With much persistence I finally contacted a techie who said that we had asked to cancel the service.
The modem has been up and running well now for a couple of months, which is the good news. At that point the service was inexplicably interrupted. In the end, someone finally said that returning the original modem evidently "triggered" the cancellation process, and once begun, nothing could be done to stop it. Then they sent us another modem, still no luck. A couple of techs tried to help, but no luck. Working through the automated phone system to find out why, the final message I received was "We are unable to help you with this matter. But when we first got it, we couldn't get it to work, because the on-line set up wouldn't run. That turned out to be just the tip of the iceberg.
We are still trying to resolve that issue, which is tough, because the Verizon department in charge doesn't answer the phone after business hours or on weekends, and you have to be prepared to camp out on the phone. The best they could do was to provide us free dial-up service in the meantime. In addition, it would take another 2-3 weeks following the cancellation before we could request new service. Eventually it was discovered that the problem was with the Verizon system itself, and it was repaired. He replied that it would take another 5 working days to complete the cancellation process, then we could request a new setup from the sales department.
We returned it within the required period, but were billed for it anyway ($90). So the bottom line is, don't buy Verizon unless you can fix it yourself. However, we soon got a nasty letter reminding us that if we did not return the extra modem soon, they would charge us for it. To be honest, I use Verizon only because it's the only service in our town. So after a month of dialup, we finally had DSL reinstated; however, we could not get an internet connection.
We spent hours on the phone trying to track down someone knowledgeable. When we received the correct modem, things were ok until we returned the original modem. I told him no, we did not, so could he please reinstate it.
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